Senior Support Engineer

ARCHER Systems•Houston, TX

17d•Onsite

About The Position

The Senior Support Engineer provides Tier 2/3 end-user support and advanced technical troubleshooting across ARCHER’s end-user computing environment, Microsoft 365 services, and identity and access platforms. The role is an escalation point for complex issues and partners with the Service Desk to improve resolution quality and speed. It helps ensure users have appropriate access through effective licensing, role-based access control (RBAC), and policy enforcement. The position contributes to incident management, including major-incident troubleshooting, communications support, and post-incident follow-up. It owns and improves the support knowledge base and supports endpoint lifecycle operations through Intune, Autopilot, and related tools. The position participates in an on-call rotation for business-critical services and is located in Houston, Texas.

Requirements

Bachelor’s degree in Information Systems, Computer Science, or a related field, or equivalent practical experience.
At least 7 years of experience in end-user, desktop, or IT support, including Tier 2/3 responsibilities in a Microsoft-centric environment.
Deep expertise troubleshooting Windows endpoints and enterprise productivity tools across operating system, application, identity, and device-management layers; ability to use logs, Event Viewer, and process analysis.
Strong working knowledge of Microsoft 365 administration and support, including Teams, Exchange/Outlook, SharePoint/OneDrive, shared mailboxes, distribution lists, and collaboration settings.
Experience participating in incident management and after-hours/on-call support for business-critical services, and willingness to participate in an on-call rotation.
Experience with identity and access management concepts and tools, including Entra ID and Active Directory, groups, access provisioning, and RBAC/least-privilege practices.
Endpoint management experience with Intune and Autopilot, including enrollment and provisioning, policy troubleshooting, app deployment support, and compliance remediation.
Proficiency with enterprise remote-support tooling and secure methods for supporting users across multiple sites.
Ability to troubleshoot business application installation, configuration, connectivity, authentication, and performance issues; determine likely root causes and coordinate escalation to application owners or vendors.
Strong documentation discipline and process awareness, including ticket quality, knowledge articles, incident notes, and standard procedures.
Working knowledge of conference room and AV support, such as Teams Rooms, and enterprise printing environments, including recurring room and peripheral issues.
Strong customer-service skills and ability to manage difficult escalations professionally, set expectations, and communicate clearly through resolution.
Ability to mentor junior support staff by teaching troubleshooting techniques, improving ticket quality, and reinforcing standards and best practices.
Excellent written and verbal communication skills, including translating technical findings into clear user guidance and internal documentation.
Strong organizational skills and ownership mindset, including prioritization, follow-through, cross-team coordination, and management of concurrent issues.

Nice To Haves

ITIL Foundation certification or equivalent ITSM experience, including familiarity with incident, request, and change processes.
Microsoft certifications such as MD-102 (Endpoint Administrator), MS-102 (Microsoft 365 Administrator), or related role-based certifications.
Basic scripting or automation experience with PowerShell to streamline support tasks and improve consistency.
Familiarity with conditional access policies and endpoint security tooling such as Defender for Endpoint, sufficient to triage user-impacting access or compliance issues.

Responsibilities

Provide Tier 2/3 support for Windows workstations, peripherals, collaboration tools, and complex technical issues.
Act as an escalation point for the Service Desk by triaging and reproducing issues, identifying root causes, and coordinating with Infrastructure, Security, and vendors.
Troubleshoot Microsoft 365 services, including Exchange/Outlook, Teams, SharePoint/OneDrive, shared mailboxes, distribution lists, and related configurations.
Support conference rooms and end-user meeting experiences, including Teams Rooms and AV where applicable, and respond to business-critical meeting incidents.
Support workstation and network printing, including drivers, queues, permissions, and coordination with site contacts and vendors.
Administer user identity and access in Entra ID and Active Directory, including group membership, access assignments, and RBAC-aligned provisioning.
Ensure users have appropriate licenses and access, and partner with IT leadership on least-privilege practices and access standards.
Support Intune endpoint management, including enrollment, configuration and policy troubleshooting, software deployment, and compliance remediation.
Support endpoint provisioning and lifecycle operations using Autopilot and standard build processes, including setup, rebuilds or reimages, replacements, and decommissioning.
Support device and peripheral lifecycle activities, including assignments, swaps, replacements, and decommissioning, with accurate tracking and smooth user transitions.
Administer and support remote-access tooling for secure support sessions, access workflows, and troubleshooting.
Coordinate with vendors and facilities partners on printers, conference room and AV components, and other end-user services; track issues through resolution and document fixes and recurrence patterns.
Own and continuously improve the end-user support knowledge base, including knowledge articles, troubleshooting guides, and known-error documentation for Tier 1/2 support and self-service.
Develop and maintain runbooks, checklists, and standard operating procedures for recurring support tasks.
Identify recurring issues and propose ways to reduce repeat incidents through standardization, automation, policy adjustments, documentation, or vendor remediation.
Contribute to support metrics and reporting, including ticket trends, recurring drivers, and backlog health, and recommend workflow and user-experience improvements.
Participate in incident management through advanced troubleshooting, user and business communications support, and coordination with Infrastructure and Security teams.
Document incident timelines, contributing factors, and corrective actions, and support post-incident follow-up and verification of fixes.
Participate as a subject matter contributor in CAB and operational reviews, validating end-user impact, readiness, and support requirements for planned changes; the role does not own or facilitate meetings.
Mentor end-user support team members by sharing troubleshooting approaches, reviewing tickets, and improving resolution quality and consistency.
Communicate clearly and promptly with users and stakeholders during escalations and outages, translating technical details into actionable guidance.
Partner with Infrastructure and Security teams to troubleshoot cross-domain issues involving identity, endpoint compliance, network connectivity, conditional access, and security tooling.
Drive issues to resolution, document outcomes, and proactively help prevent recurrence.